This article was updated June 24, 2024, at 1:50 p.m.

It’s not the first time and it’s not likely to be the last: a major player in the door and window industry was successfully targeted by hackers. Just over half a year ago it was Quaker Windows and Doors. This time it was ProVia.

Joe Klink, ProVia’s executive director of corporate engagement, told [DWM] that production was shut down Friday and remains down as of Monday morning.

“We’ve got a dynamic group of IT professionals that have been working since Friday morning and all through the weekend, and this morning, with the primary goal of getting our production capabilities up and running,” Klink said. “We’re optimistic about that but haven’t yet reached that point.”

In the meantime, the company is unable to share the full details of the hack as it works to resolve the situation but has kept a steady line of communication with its customers throughout the process.

“We feel confident that we’ll be back online soon,” Klink said.

In an unrelated incident, ProVia customers were notified that there was a problem the afternoon of Wednesday, June 19, via an email indicating that both the company’s phone lines and entryLINK system were “temporarily offline.” That incident was related to a damaged utility pole, Klink said. The entryLINK system is the company’s Enterprise Resource Planning (ERP) system, which allows customers to build and quote doors and windows, turning orders into electronically signable proposals and contracts. At that point, the company’s internet service provider estimated the situation would be fixed before evening. Officials said it was “fully restored” by Thursday morning. A follow-up email on Friday morning, June 21, informed customers that entryLINK was still down. Company officials said they were “working to resolve the situation,” but couldn’t provide any concrete projections of how long that would take. The latter incident, the company discovered, was related to a hack, Klink said.

By that afternoon, the company informed clients that shipping schedules were being affected by the outage, which prevented workers from loading trucks. But it didn’t take long for ProVia’s employees to figure out a way to get the job done— albeit over the weekend.

“We’re a very digitally operated company, so even things like loading sheets for trucks—we weren’t able to get that,” Klink said. “However, as of the next day, Saturday, we were able to figure out a way to communicate that information to our staff who loads trucks. Saturday, that whole team came in and got all the trucks loaded from Friday.”

Regarding the hack, over the weekend ProVia officials clarified that its “critical data systems were not affected,” and that the company’s IT team was working with external resources to secure and restore all services.

Late Sunday evening, officials informed customers that the system had been partially restored, with ProVia employees able to access the program, but that the customer-facing side of the program would remain offline. The ProVia app remains functional but as it interfaces with entryLINK it cannot be used to submit orders until the customer-side of that program is sorted.

“We want to ensure that it’s absolutely 100% secure before we open it up to [anyone] external,” Klink said. “So it is [only] available internally.”

In the meantime, the company’s customer service team was brought in and trained on how to help and inform customers by other methods.

Regarding the company’s efforts to keep an open channel of communication with customers, “What really drives that is our customers, or our partners,” Klink said. “We don’t just view them as people that we get a sale out of. They’re lifelong partners with us. Our livelihood is dependent upon them; theirs is dependent upon us. We really want to be good partners and we thrive on good solid relationships. In any good relationship, communication is key. Otherwise, the relationship breaks down.”

[DWM] assistant editor Brigid O’Leary collaborated on this report.

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